Markham Web Content Viewer (JSR 286)

Employment Opportunities

Markham Public Library serves a growing community of close to 353,000 from 8 library locations. We are known for our innovations in library technology, library programs and customer service initiatives. Our working environment is challenging, fast-paced, and culturally diverse. We invite enthusiastic people with a passion for customer service, learning and growth to join the team at MPL.

Vision for the Position

The Library Services Associate (LSA) is responsible for achieving customer service excellence while delivering Information Services to library customers. The LSAs deliver direct support to MPL’s diverse customer base. They are proactive in addressing customer needs, looking for opportunities to surpass expectations and create the best possible library experience. The LSAs ensure customers are treated with respect and care, and are supported in achieving their information needs.

LSAs develop relationships with library customers by providing seamless service. They support their customers through all parts of their library visit, from providing a warm welcome to the branch, to assisting with all information requests, to assisting customers through the checkout process. They are highly knowledgeable of MPL and its services, and serve as excellent resources for community information.

The LSAs are proficient problem-solvers and develop creative solutions to common customer service issues. They support customers with a range of information needs by delivering reference and readers’ advisory services, literacy-based programming and technology support. LSAs are comfortable working in a digitally-rich environment and assist customers with using the library’s virtual resources and services. LSAs require strong technology skills and the ability to learn side-by-side with customers as they assist with technology troubleshooting. They support the library’s vision and strategic plan by actively implementing and maintaining the library’s service program. They are welcoming, friendly service professionals who approach their work with enthusiasm and are customer-centric in their orientation.

Responsibilities

Customer Experience and Information Services

Achieves customer service excellence through the provision of direct library services.

Proactively serves customers at the point of need. Anticipates customer needs and develops appropriate, creative solutions to meet those needs.

Delivers front-line information services, including assisting customers with catalogue and database searching. Is proficient in the use of library resources and able to provide information literacy instruction to customers.

Demonstrates excellent readers’ advisory skills. Maintains an awareness of current trends in literature and is cognizant of a variety of genres and formats. Has a passion for literature and literacy and a strong desire to connect customers with great books.

Provides support to customers on library technology, including the PACs and self-service equipment. Actively promotes self-service options by instructing customers on the use of the self-check and smart check equipment.

Provides instruction and problem solving to customers using a variety of digital collections and the library’s Digital Media Lab, 3D printers and other creative technology in use at MPL.

Contributes to the creation of an exceptional, welcoming and aesthetically inspiring community space by maintaining the library’s standards for cleanliness and organization.

Delivers MPL’s core literacy programs in the branches including Early Literacy Storytimes, digital literacy and computer programs, book clubs, etc. Uses these programming opportunities to build relationships with customers and encourage literacy and the love of reading for all ages.